Terms and Conditions
  1. Entering into the Agreement

    1. You have agreed to let us provide you with the Services, on certain terms and conditions. This document records the additional terms and conditions of the supply of the Services to you.

    2. The terms and conditions agreed during the above mentioned telephone conversation and the terms and conditions recorded in this document constitute the entire agreement regarding the provision of the Services to you.

    3. We have defined some of the words which have particular meanings in clause 12 of the Agreement.

    4. If there are any words or terms and conditions which you have difficulty understanding, please contact our customer service department at support@safebase.co.za and we will contact and assist you.

    5. We may from time to time amend these terms and conditions. Should we do so, we will notify you.

  2. Duration and Termination

    1. We will provide you with the Services from the conclusion of the Agreement, until such time as the Agreement is terminated by you (or us).

    2. Either you or us may, for any reason, terminate the Agreement by giving each other 20 Business Days' written notice. Any notice by you to terminate the Agreement must be sent to support@safebase.co.za.

    3. If you terminate the Agreement we will have the right to keep any money paid by you in advance, but subject to restrictions applied by law.

  3. The Services

    1. We will take all reasonable steps within our control to provide you with the Services.

    2. The Services can only be accessed via an internet connection.

    3. We cannot always guarantee that the Services will be fault-free. The Services can be affected by factors outside of our control; including, amongst other things, inclement weather, power outages, your and our internet connectivity, faults experienced by our respective internet service providers and the like.

    4. The upgrading and maintenance of the Website may result in interruptions or unavailability of the Services from time to time. Where possible, we will advise you of this in advance.

    5. Further exceptions, circumstances relating to the services where benefits or discounts may be limited or excluded are set out in the Service Specific section of this agreement.

  4. Payment for the Services

    1. You shall pay all amounts due under this Agreement by way of a monthly debit order, or credit card.

    2. You have authorised us to collect payment for the Services by way of a monthly debit order on a date nominated by you. In the event that a monthly debit order fails, for any reason, we will debit your account on any other date for that month’s subscription. For this purpose, we are entitled to use lawful means to monitor your banking account in order to assess the most appropriate time to execute the monthly debit order.

    3. You cannot cancel your monthly debit order without our prior written consent.

    4. If the date of your debit order falls on a Sunday or public holiday, you agree that your debit order will go off on the last Business Day before the Sunday or public holiday.

    5. Your debit order date will be aligned with your salary date to account for seasonal or economic changes.

  5. Changes in price

    1. We may change the price which you pay for the Services from time to time. In particular (but without limitation), we will increase the price by a reasonable margin on an annual basis. If you want to receive particular notice of such increase, you need to tell us so in writing. Should you not find an increase acceptable, you may cancel this Agreement on 20 Business Days’ notice

  6. Failure to pay for the Services

    1. If you do not pay for the Services in full and on time, via the debit order, you will be in breach of the Agreement and we may cease providing you with the Services, and can implement the provisions of clause 10.

  7. Complaints

    1. We have a complaints department which is used to resolve disputes when they first arise. If you have a complaint, please contact the customer service department at support@safebase.co.za..

  8. Information and disclosure

    1. In entering into the Agreement with you and providing the Services to you, we will come into possession of information pertaining to you. Insofar as it is permissible in law, and save for your banking details, we will hold that information as our own and will be entitled to disclose it to such third parties as we deem appropriate.

    2. You warrant and guarantee that all information supplied to us is true and correct.

    3. Should your address, or any other information which you have given to us, change you must inform us of the change immediately in writing to support@safebase.co.za..

  9. Indemnity and waiver

    1. The Services which we provide will in some cases constitute the introduction by us to you of Service Providers, who will provide services to you in their own capacity as your contractor (even though in terms of the Services, we might fund a particular element of the cost of the Service Provider). In these cases, the Service Provider will be your contractor (even though we might fund an element of the cost) and in terms of the Services, we will not be responsible for any disputes, damages, losses or claims arising from or related to such introductions.

    2. You indemnify us, our employees and agents against any claim, loss or damage which you or anyone else may suffer arising directly or indirectly from the Agreement, the accessing of the Website and the provision of the Services.

    3. To the extent permitted by law, we exclude and you waive all liability against us, our employees and agents, for any direct, indirect or consequential loss, costs, expenses or damage incurred by you or anyone else, whether in common law, in terms of statute or otherwise arising directly or indirectly from the Agreement, the accessing of the Website and the provision of the Services, save for instances of gross negligence on our part.

  10. Breach

    1. In the event that you breach the Agreement we have the right to:

      1. enforce the Agreement; or

      2. terminate the Agreement.

  11. General

    1. Notwithstanding anything to the contrary, a written notice actually received by you will be adequate written notice.

    2. You acknowledge that in entering into this Agreement, you have not relied on any promises, representations or other statements made by us or on our behalf.

    3. If you are under the age of 18 years you warrant that you have the assistance of a parent or guardian in entering into the Agreement.

    4. If any term or condition is found to be invalid or unenforceable, that term will be removed and the invalid or unenforceable term will not affect the validity of the remainder of this Agreement, which will remain effective.

    5. If the Agreement arose through direct marketing you may terminate the Agreement, in writing, within 5 Business Days' after the date on which the Agreement was concluded.

  12. Definitions.

    1. "the Agreement" means the terms and conditions agreed to by you and us during the course of a telephone conversation between you and us (or our direct marketing agents) and the terms and conditions recorded in this document;

    2. "Business Days" means all days, excluding Saturdays, Sundays and public holidays. When calculating business days, one must exclude the first day on which the event occurs and include the last day;

    3. "the Services" means the value added service which we call: SafeBase, which gives you home support and assistance, to which we referred during our telephone conversation, and which are more fully described on our Website at www.safebase.co.za.

    4. “Service Provider” means any third party who is a supplier of any benefit or discount to you under or in terms of the Services;

    5. "we", "us" and "our" mean SafeBase, the proprietor of which is IGNITION TELECOMS INVESTMENTS (PTY) LTD, its affiliates, subsidiaries or its successors-in-title;

    6. "Website" means www.safebase.co.za.

    7. "you" and/or "your" means you the customer who applies for and receives the Services.

Home Maintenance Assistance

This service only applies to your eligible premises/primary place of permanent residence premises, within the Republic of South Africa and used for domestic purposes, including outbuildings. The member will be assisted with up to 3 incidents per annum

Emergency Services Notification and Call-out:

At your request our Assist Call Centre will relay a notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.

*Please note that each service will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident.

Services Rendered:

The Home maintenance programme shall entail SafeBase arranging the following services to customers:

  1. Plumbers
  2. Glaziers
  3. Electricians & Household Motors
  4. Locksmiths
  5. Appliances

Plumbers:

Assistance shall be provided by SafeBase to customers in circumstances where they have requested access to the service where the incident is any of the following:

  • Visible burst water connections and pipes
  • Blocked drains, toilets, baths and sinks
  • Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems
  • The costs of any materials provided by the plumber are excluded and are for the client's own accounts.

Exclusions

  • Leak detection inspections
  • Repairs not complying with regulated specifications such as SABS and others
  • Replacement of a burst geyser, septic tanks and water supply interruptions to permanent residence

Glaziers:

  • SafeBase's assistance is a 24-hour help line, offering assistance were a glazier is dispatched to ensure that damaged building glass can be professionally replaced
  • Broken or badly cracked window panes which could result in access to the residence

Exclusions

  • No materials are included and this is for the clients account (e.g. the actual glass etc. is for the client)

Electrician:

Assistance shall be provided by SafeBase to customers in circumstances where they have requested access to the service where the incident is any of the following:

  • Distribution boards, circuits, main cables causing power failure
  • Earth-leakage relays causing power failure
  • Geyser connections, and elements, causing power failure
  • Plug points causing power failure
  • Light fittings or switches causing power failure
  • Lightning strikes on wiring causing power failure
  • Multiple burnt connections on wiring or plug points causing power failure
  • Connections to all electrical motors (e.g. electric gate motor) causing power failure
  • Electric gates and doors
  • Jacuzzi, swimming pool and borehole pumps

Exclusions:

  • Air conditioners and commercial refrigeration
  • Repairs not complying with regulated specifications such as SABS and others
  • The costs of any materials provided by the electrician are excluded and are for the client's own account.

Locksmiths:

  • If keys are broken off or lost for a main entrance or exit of the house (this includes outbuildings)
  • If a person is locked inside the house or any room within the house
  • Replacing of damaged locks, padlocks and keys (Cost of all materials are for the members account)

Exclusions

  • Burglary Incidents - SafeBase will assist the client by arranging a locksmith but the client will be liable for the costs of such locksmith and any material provided by the locksmith
  • A garage will not be deemed an eligible premise.
  • Office premises

Appliance Assist:

If an appliance is still under warranty, it will be referred to the manufacturer for repair. Service guarantees vary and will be stated on the service provider's invoice. Where out of warranty, appliances that will be assisted are listed as below:

  • Washing machines
  • Fridges
  • Stoves/Oven
  • Freezers
  • Dishwashers
  • Tumble Dryers

This service excludes:

  • Damages to cosmetic parts (parts not influencing the operation of the appliance)
  • Repairs to items damage due to theft, rust, fire or ordinary wear and tear.
  • Any appliance not listed above.

Appliance T’s & C’s

  • The appliance must be installed and accessible to the service technician.
  • In case access to the unit is not provided by the customer, additional fees may apply for the labor performed to access the unit.
  • Based on the customer’s description of the issue, the service technician will diagnose the unit and determine what repairs will be necessary to resolve the issue.
  • Due to the complexity of some appliances there can be additional underlying problems which cannot be determined until an “initial repair” is made.
  • Where orders need to be placed for parts, the technician client will liaise directly regarding turn around times.
  • Where parts are no longer available, the technician will provide a recommendation to the client.
  • Where an appliance cannot be repaired, the technician will provide feedback to the client with a recommendation./li>

Home Assistance Terms & Conditions

  • The service is limited to 3 incidents per annum overall.
  • Please note that the call out fee and first hour of labour will be covered under your Home Assistance, however the cost of parts and additional labour will for members own account.
  • This benefit is restricted to home assistance and only applies to your primary place of permanent residence, within the Republic of South Africa and used for domestic purposes, including outbuildings.
  • Charges for any assistance arranged by any other source other than the call centre will not be reimbursed.
  • Assistance rendered includes use of standard methods only, no special machinery is covered.
  • Repairs for any items under warranty will be referred to the relevant manufacturer.
  • The member will be liable for settling all additional costs, in excess of the offer limit directly to appointed Service Provider
  • For any insurance related risk, the client will be referred to their insurance for assistance.
  • The appliance must be installed and accessible to the service technician.
  • In case access to the unit is not provided by the customer, additional fees may apply for the labour performed to access the unit.
  • Based on the customer’s description of the issue, the service technician will diagnose the unit and determine what repairs will be necessary to resolve the issue.
  • Due to the complexity of some appliances there can be additional underlying problems which cannot be determined until an “initial repair” is made.
  • Where orders need to be placed for parts, the technician client will liaise directly regarding turn around times.
  • Where parts are no longer available, the technician will provide a recommendation to the client.
  • Where an appliance cannot be repaired, the technician will provide feedback to the client with a recommendation.

Estimated Service Times:

Urban Areas = average response time is 35 to 80 min (from time of dispatch – 40km to 100km) with the potential of extended response time on weekends only

Rural Areas = average response time is 80 – 240 min (from time of dispatch – in excess of 100km)

Home Relocation Support

The Home Relocation service is a benefit which focuses on assisting Members with the stress and hardship of moving homes. The Home relocation benefit will assist Members with sourcing movers, cleaners and fixer uppers to make sure that their move from one home to another is as easy as possible.

This benefit provides assistance to Members who are moving homes. Safe Base will facilitate access to the following services on your behalf;

  • Moving services: Safe Base will assist you to gather the correct information in order to get a competitive quote on a mover.
  • Cleaning services: To spring clean your new home; we will source the most appropriate service provider for your needs.
  • Re-connection of your satellite dish/equipment.
  • Re-connection of your washing machine or dishwasher.

Power House

The Power House service is a benefit which focuses on assisting Members with the stress and hardship of deep cleaning their homes. The Power House benefit will assist Members with sourcing carpet cleaners, Curtain cleaners and mattress cleaners to make sure that their home is clean and fresh.

Safe Base will facilitate access to the following services on your behalf;

  • Carpet Cleaning services
  • Curtain Cleaners
  • Mattress Cleaners

Home Relocation & Power House Terms & Conditions

  • This service is limited to R1500 per annum
  • The service is available Monday to Friday, 8am to 5pm. Pre-bookings at least 48 hours in advance is required for assistance.
  • Service is on a best effort basis and dependant on service provider availability in the area.
  • Should the members prefer to make use of their own service provider; the member can do so and provide an invoice for reimbursement.

HandyMan Assistance

When your doors get stuck, your paint is peeling or bees have infested your home, you need an expert to help. DIY Vinchy has a team of carpenters, painters, tree fellers, pavers and bee keepers who can assist with minor domestic repairs or maintenance.

Location:

This service is available within a 25km radius of metropolitan areas. Should the client request assistance further than 25km radius, the travel costs will be for client’s account.

Activation:

SafeBase’s specialist call centre will ensure that a suitable handyman assists with the relevant repair or maintenance required.

Utilization:

Clients are entitled to an annual limit of R1 200 per client.

Cancellations:

Your booking can be cancelled up until 48 hours before the arranged inspection time. Any booking cancelled within 48 hours will be deducted from the annual limit mentioned above.

Qualify:

This service can only be used by registered clients.

Services:

The handyman services are limited to labour only. Services include minor domestic repairs or maintenance that are capable of completion within the 1 hour call out period.

Services are offered under the following categories:

Carpet repairs Carpenters Pavers Tree fellers Painters Bee Keepers Cleaners

The services include but are not limited to brickwork, paving, and plastering, ceiling repairs, tiling, carpet cleaning and repair to laminate floors.

Exclusions:

  • All specialist handyman repairs and maintenance are excluded.
  • Specialist services include but are not limited to: remodelling kitchens and bathrooms, geysers, electrical, glazier, locksmith, security systems, appraisals, auto maintenance, home inspections, building foundations & structure.
  • All materials are excluded.
  • All repairs and maintenance in excess of 1 hour call out.

Handyman Assistance Terms & Conditions

  • This service is limited to R1200 per annum only.
  • All specialist handyman repairs and maintenance are excluded. Specialist services include but are not limited to: remodelling kitchens and bathrooms, geysers, security systems, appraisals, auto maintenance, home inspections, building foundations & structure.
  • All materials are excluded.
  • The service is available Monday to Friday, 8am to 5pm. Pre-bookings applicable for assistance required on weekends.
  • Your booking can be cancelled up until 48 hours before the arranged inspection time. Any booking cancelled within 48 hours will be deducted from the annual limit mentioned above.
  • This service is available within a 25km radius of major metropolitan areas. Should the client request assistance further than 25km radius, the travel costs will be for client’s account.
  • Should the member have their own handyman and prefer to make use of their services, the member can do so and provide an invoice for reimbursement.

Home Alone

Holiday, business trip or last minute travel, what do you do when your home is alone? This service is designed for people who travel and need assistance to look after their home and pets while they are away. We will source professional, approved providers to assist you at preferential rates so that you can enjoy your trip

Location:

This service is available within a 30km radius of city centres in Johannesburg, Pretoria, Cape Town and Durban. Should the client request assistance further than 30km radius, the travel costs will be for client’s account.

Activation:

SafeBase’s specialist call centre will ensure that an approved pet sitter, house sitter and security guard are sent to your home when required.

Utilization:

Clients are entitled to the services of a Pet Sitter/House Sitter subject to an annual limit of 2 days per client.

Cancellations:

Your booking can be cancelled up until 48 hours before the arranged date and time. Any booking cancelled within 48 hours will be deducted from the annual limit mentioned above.

Qualify:

This service can only be used by registered clients.

Services:

Services are offered under the following categories:

  • Pet Sitter
  • House Sitter
  • Once the annual limit is exceeded the services may be provided on a member to pay basis

Exclusions:

SafeBase will use its best endeavours to source an approved provider in your area. However should an approved provider not be available at the requested date and time, SafeBase will not be held liable.

Home Alone Terms And Conditions

When we talk about "we", "our" or "us" in these Terms and Conditions, we are referring to SafeBase and it Service Provider

  • This service is limited to 2 days of house/pet sitting per annum.
  • Services must be pre-booked. Bookings must be made Monday to Friday between 8am to 5pm a minimum of 1 week in advance.
  • Arrangements will be made for the client to meet with the house sitter before a booking can be confirmed.
  • Service is on a best effort basis and dependant on service provider availability in the area.
  • Should the member prefer to make use of their own service provider; the member can do so and provide an invoice for reimbursement.
  1. OVERVIEW OF HOW THE SERVICES WORK

    1. In consideration of Members paying the Fees and complying with the Requirements (all as set out below) we will provide the following:
      • the ability for Owners to make their property available to sitters; and/or
      • the ability for Sitters to provide the services of caring for an Owner's property and/or pet(s); and
    2. Owners and Sitters are together referred to as "Members" or individually as "you".
    3. We provide the Services to you for the period specified in your membership plan
  2. SEPARATE AGREEMENT BETWEEN MEMBERS

    1. Where you arrange a Sit via our Platform, you are entering into an agreement between yourself and an Owner or Sitter (as applicable). It is entirely your responsibility to ensure that the requirements of the Owner Listing/Sitter Profile are in line with your expectations and experience. We do have guidance on how best to arrange a sit, but any arrangements you come to form part of a separate agreement between you and the Owner and Sitter (as applicable). For avoidance of doubt, we are not party to any agreement, contractual or otherwise between an Owner and a Sitter.
    2. You should use your independent judgment before arranging a Sit/Sitter, or otherwise interacting with other Members via the Platform. You are solely responsible for making decisions that are in your best interests, including in relation to your property and pet(s).
  3. THE SERVICES WE PROVIDE FOR MEMBERS

    1. The services we provide for Owners are:
      1. the ability source a sitter from data provided by us
      2. the ability to select a sitter from the list of appropriate sitters provided
      3. the ability communicate with a Sitter directly to determine suitability
      4. the ability to choose and confirm a Sitter
  4. THE SERVICES WE DO NOT PROVIDE TO MEMBERS

    1. We do not provide guarantees for any of the following:
      1. the safety of an Owner's home and/or pet(s);
      2. confirmation of arrangements including dates of Sit;
      3. whether the Sit will go ahead as arranged;
    2. We do not actively provide any of the following:
      1. full Sitter's Background Checks, these are provided by third-party agencies;
      2. verification of information in the Sitter's Background Checks;
      3. employment of any Sitters;
      4. checking the validity of any Sitter References
      5. recommendations or endorsement of the appropriateness, or quality of performance or conduct of Sitters;
  5. REQUIREMENTS OF OWNERS

    1. The following applies only to Owners. You will:
      1. be responsible for vaccinating your own pet(s) and notify your Sitter should you pet(s) have any illnesses or ailments;
      2. ensure you have adequate provisions in place for veterinary care of your pet (such as pet insurance); and you hereby authorise the Sitter to obtain veterinary care for your pet(s) during a Sit if you cannot be reached, or where the sitter deems there to be an urgent need;
      3. remain responsible at all times for any veterinary treatment your pet(s) may require, including all costs and expenses incurred by the Sitter in relation to the same; and you will reimburse the Sitter for any such costs within a reasonable period after such costs are incurred, but in any case within 14 days of the completion of a sit;
      4. ensure that no pets to be left under the care of a sitter have ever caused a person or animal any physical harm (no matter how minor the injury);
      5. notify Sitters of any special requirements or behaviours relating to your pet in your Owner Listing information and when you communicate with any Sitter and in during the Handover;
      6. evaluate the suitability of Sitters for yourself via direct communication with the Sitter where appropriate;
      7. you will ensure that the details of your Owner Listing are accurate and up to date;
      8. ensure that you have adequate home insurance and that this insurance also covers you for the occupancy of a Sitter in your home (you may need to check this with your insurance provider);
      9. not have any inherently dangerous pets (such as venomous snakes, primates, wolves or wolf hybrids, non-domesticated cats, alligators), or any animal with a history of attacks on pets or people;
      10. notify the Sitter of the use and location of any CCTV or monitoring equipment prior to commencement of a Sit (failure to do so will result in suspension of your membership).
    2. We may at any time assign, transfer, charge, sub-contract or deal in any other manner with all or any of our rights or obligations under these Terms and Conditions, provided that your rights and obligations are not affected.
    3. We may amend these Terms and Conditions from time to time, however, we will aim to give you advance notice of any major changes.
    4. On termination of these Terms and Conditions, the clauses of these Terms and Conditions that reasonably should survive termination will remain in effect.
    5. If we cannot perform the Services for you because of events beyond our reasonable control (e.g. strikes, lock-outs or other industrial disputes whether involving our workforce or any other party, failure of a utility service or transport or telecommunications network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood or storm) we will suspend the Services for the duration of said event. If these events cannot be resolved in a reasonable period of time, we may terminate these Terms and Conditions.
  6. LIMITATION OF LIABILITY

    1. Please read these following clauses carefully as they clearly set out everything (i) we do not accept responsibility for; (ii) do not take liability for; and (iii) you assume responsibility for.
    2. You assume full responsibility for the choices you make before, during and after your participation in a Sit. You hereby voluntarily assume all of the associated risks, such as:
      1. health risks such as illness, bodily injury, disability, or death;
      2. property risks such as theft, damage, loss or destruction of your goods and chattels;
      3. the Sitters Background Checks as these are carried out by Sitters themselves;
      4. the care and supervision of any minors;
      5. the care and supervision of any pets;
      6. any travel and subsistence costs; or
      7. invasion of privacy
      and you hereby agree that we have no liability to you in respect of any of these risks.
    3. To the maximum extent permitted by law (e.g. we are not negligent and do not owe you a duty of care) you agree that we are not liable for any injury, death, loss or harm that occurs to that occurs to anyone during a Sit or in any way related to a Sit.
    4. In no event shall we (including our employees, agents and sub-contractors) be liable for any losses arising out of your breach of these Terms and Conditions or if you fail to follow any reasonable instructions we may give you
    5. Our maximum liability to the you under these Terms and Conditions is limited to the Owner Membership Fee you paid.